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ServiceNow
ServiceNow Offering

Lean into DevOps

Our Lean Into DevOps joint offering with ServiceNow is a part of the ‘Built with ServiceNow’ program that helps you accelerate your deployment velocity while ensuring all compliance requirements are met and your developers’ time is spent efficiently.

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Software Delivery just got faster (and developer-friendly)

The Problem

The race to accelerate software delivery and innovation has increased the need for seamless collaboration among siloed teams and tools in the CI/CD pipeline.

Organizations are challenged by a lack of holistic visibility, manual change management and fragmented change tracking within their development and production environments.

The race to accelerate software delivery and innovation has increased the need for seamless collaboration among siloed teams and tools in the CI/CD pipeline.

Organizations are challenged by a lack of holistic visibility, manual change management and fragmented change tracking within their development and production environments.

The Solution

Our Lean into DevOps solution is designed to help you unlock maximum value from your ServiceNow investment.

By streamlining and optimizing your development and change process with increased overall traceability of your deploys.

Our Lean into DevOps solution is designed to help you unlock maximum value from your ServiceNow investment.

By streamlining and optimizing your development and change process with increased overall traceability of your deploys.

How it works

Streamlining Change Automation to Ship Software Faster

Step 1

Automate Change Creation

Integrate a variety of DevOps tools to automatically create change requests. All the necessary data for the change request is seamlessly populated via integrations, saving hours of manual effort, and leading to faster release cycles while minimizing overall risk.

Our team of engineers has in-depth experience integrating the ServiceNow DevOps module with a variety of CI/CD tools, including:

  • Azure DevOps
  • Jenkins
  • GitHub Actions
  • Gitlab CI
  • Jira
Lean into DevOps
Step 2

Streamline change approvals workflows

Set up workflow automation to modernize your legacy change management process. While this may require an entirely new DevOps change process architecture, our engineers can help you implement this with minimal disruption to your existing development workflows.

Lean into DevOps
Step 3

Increase transparency and minimize risk

The DevOps module is designed to deliver a high level of visibility and traceability across your entire CI/CD toolchain. Our experience with highly-regulated companies and modern DevOps methodologies helps us develop crystal clear audit trails for your auditors and change managers through automated data collection.

Lean into DevOps
Lean into DevOps
Lean into DevOps
Major Incident Management

Ensure uninterrupted uptimes with self-healing workflows

Leverage AI to enable automated remediation workflows for critical issues and incidents. By using ACC to send output data to the ServiceNow instance via the MID Server and store events and metrics in the relevant database, organizations can reduce their MeanTime to Recovery (MTTR) by:

  • Auto-remediating alerts within minutes of their generation
  • Preventing over-allocation of resources by setting defined limits and thresholds
  • Minimizing human intervention and toil by automating the alert remediation process
Lean into DevOps
ChatOps

Streamline incident management with ChatOps

ChatOps integrates incident management into communication platforms like Slack, MS Teams, and ServiceNow Operator Workspace, allowing for seamless handling of critical issues. 

RapDev’s engineers specialize in automation to improve the developer experience. Embedding incident management within chat platforms through dynamic notifications enables real-time troubleshooting, continuous updates and easy internal communications during outages or MIM.

Lean into DevOps
Gen AI

Bridge critical operational gaps with GenAI

Leverage GenAI with Modern ServiceOps to enhance incident management and troubleshooting.

  • Build Private GPT Instance: Develop and deploy a private GPT instance tailored to your organization's needs.
  • Automate Root Cause Analysis: Incorporate GenAI within your existing Major Incident Management (MIM) process to automate root cause determination and analysis, improving the speed and accuracy of identifying issues.
  • Instant Incident Summaries: Utilize GenAI to instantly generate summarized details of incoming incidents.
  • Automated Responses: Send responses from GenAI to the ChatOps engine, including incident summaries and tailored troubleshooting ideas for specific outages.
Lean into DevOps
Service Level Agreement

Guaranteed SLAs

Managed Datadog guarantees an extensive list of SLAs to ensure you’re getting the most out of your Datadog environment and adhering to best practices.

.
KPI
Definition
SLA
navy blue arrow pointing right
Cost
.
Usage Tracker Report
Weekly report delivery to customer
1 report/ week
.
Cost Runaway
>10% increase over 8hr period
>10%
.
APM Indexed Spans
>10% increase in 8hr period
>10%
.
Custom Metric Alloted Usage
Action on >90% Custom Metric Alloted usage
<90%
.
Custom Metric On-Demand Usage
Action on On-Demand Custom Metric
<0%
.
Custom Metric MoM growth
Sustained MoM growth
<10%
.
Unused Custom Metric
Identify top 100 unused metric by cost & by indexed count
Top 100
.
Log Index Spike
>10% log index spike within a 24hr period
<10%
.
Log Index MoM Increase
>10% log index MoM growth
<10%
.
Billing Tagging
Billing associated to a team or app
95%
navy blue arrow pointing right
Hygiene
.
Platform Governance Report
Weekly report delivery
1 report/ week
.
Agent Update
Agents updated to latest version
2 updates/ year
.
Stale Dashboard
Stale Dashboard (180 days since last view) review & removal
100%
.
Monitors Muted
95% muted monitors review & remediate
95%
.
Monitors w. No Notification
95% no notification monitors review & remediate
95%
.
Monitors Not Fired
95% monitors not fired review & remediate
95%
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Security
.
Public Dashboard
Review Public Dashboard & remove on approval
100%
.
Unscoped App Key
Review & action on all unscoped App keys 
100%
.
Stale API Key
Review & action on all unscoped API keys
100%
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Scale
.
Monthly Usage Review
Platform usage review
1 meeting/ month
.
Chat & Support
Chat & Customer Support Portal Access
4 hour response time
.
Dashboard Creation
Up to 5 dashboards/ month w. 10 widgets
5 dashboards /month
.
Monitor Creation
Up to 10 monitors/ month w. 2 metrics
10 monitors/ month
.
Office Hours
2 hours
2 hours/ week
.
Tag Strategy Adherence
Tags adhere to Tagging Standard
90%
.
Log Pipeline Creation
Create up to 2 log pipeline/ month w. up to 10 processors
2 pipelines/ month

Let’s Get Started

Ready to maximize value from your DevOps implementations?

Connect with our engineers and get started immediately.

Let’s Get Started

Ready to maximize value from your DevOps implementations?

Connect with our engineers and get started immediately.

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